Assigning Skills directly to a User

Skills need to be assigned to users for routing to work properly, here's how.

• Click on "Management" in the side menu within ManagerPortal.
• Select "CTU"

• In the Users section, click on the user you want to edit.
• This will bring up the user's profile on the right side of the page. Their details will be highlighted.

• Go to the Skills tab on their profile.

• Click the "Add New Skill" button.
• This will add a new row to the skills table where you can select the skill's name.
• You can add multiple rows to attach several skills.

Setting Skill Proficiency Levels

When creating a skill, you can set a proficiency level from 1-10. This indicates how adept users are at that skill.

Assign higher numbers to skills where the user has greater expertise. For example, an expert Apple support agent would have a high proficiency for "Apple" skill.

The system prioritises routing leads to users with higher proficiency levels first. This optimises efficiency and service quality by sending leads to the most skilled agents.

Setting accurate proficiency levels ensures:

• Leads go to users who can best resolve the issue or opportunity.
• More skilled agents handle more complex or high value leads.
• Newer agents develop skills by getting easier leads first.

Take time to assign meaningful proficiency ratings that reflect users' true capabilities. This will maximise the benefits of skill-based routing.

If you want to delete a Skill simply click the "Delete" button.

Click "Save" to add the skill to the system.

Remember - Only users with ALL skills in a skills group will receive the corresponding Lead.

Assigning Skills via User Plans (Inherited Skills)

There is a handy shortcut for assigning multiple skills quickly - inheriting them from plans.

When you assign a User Plan to an agent, any skills tied to that plan will automatically apply to the user.

For example, you can create an "Apple Support" plan with skills like "Apple", "iOS", "MacOS", etc. Assigning a user to that plan would then instantly give them all the Apple skills.

To use this feature:

• First, create a plan and add skills to it.
• Then assign users to that plan.
• The plan's skills will pass to the user, sparing you from assigning them one by one.
• Skill inheritance streamlines configuring users by letting you assign many skills at once through plans. Use it to simplify user setup.

To do this

• Click on "Management" in the side menu within ManagerPortal.
• Select "CTU"

• In the Users section, click on the user you want to edit.
• This will bring up the user's profile on the right side of the page. Their details will be highlighted.

Go to the User Plan on the user's profile.

• In the dropdown, select the Plan you want to assign. These must already be configured in the system.
• If needed, click the Refresh button to reload the list of available Plans.
• Once selected, click Save to apply the Plan.
• The chosen User Plan will now be active for that user. Any skills, permissions, or settings in the Plan will apply to the user.

Use the Refresh button if you have recently added a new Plan and it is not appearing in the list. Assigning the right Plan is key to enabling proper skill routing.

Once selected, you must save the change on this page.

Viewing Inherited Skills

Once a User Plan is assigned to a user, any skills in that Plan are passed down to the user.

To see which skills are inherited from the Plan:

• Go to the Skills tab on the user's profile.
• The skills inherited from the User Plan will be indicated in the second table.
• This allows you to easily identify which skills come from the User Plan versus being assigned individually. The user now has access to all skills - both inherited and direct - for routing purposes.